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Abstract
Administrasi akademik memiliki peran penting dalam mendukung kelancaran proses pendidikan di perguruan tinggi. Mahasiswa sebagai pengguna layanan administrasi sangat dipengaruhi oleh kinerja administrasi dalam membentuk persepsinya terhadap kualitas layanan yang diberikan oleh program studi. Penelitian ini dilakukan untuk mengetahui seberapa besar pengaruh kinerja administrasi terhadap persepsi mahasiswa Program Studi Manajemen Universitas Panca Sakti Bekasi.
Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Sampel dalam penelitian ini berjumlah 79 mahasiswa aktif angkatan 2022–2024. Pengumpulan data dilakukan melalui penyebaran kuesioner, dan data dianalisis menggunakan regresi linier sederhana dengan bantuan software SmartPLS. Variabel yang digunakan adalah kinerja administrasi sebagai variabel independen (X) dan persepsi mahasiswa sebagai variabel dependen (Y).
Hasil analisis menunjukkan bahwa kinerja administrasi berpengaruh signifikan terhadap persepsi mahasiswa, dengan nilai koefisien regresi sebesar 0,467 dan nilai signifikansi 0,000. Nilai R-square sebesar 0,431 menunjukkan bahwa 43,1% variasi persepsi mahasiswa dapat dijelaskan oleh kinerja administrasi. Temuan ini menunjukkan pentingnya peningkatan mutu pelayanan administrasi dalam membangun persepsi positif mahasiswa terhadap institusi.
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References
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References
Arikunto, Suharsimi. 2010. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.
Ghozali, Imam. 2016. Aplikasi Analisis Multivariate dengan Program IBM SPSS 23. Semarang: Badan Penerbit Universitas Diponegoro.
Hadi, Sutrisno. 2000. Metodologi Research. Yogyakarta: Andi Offset.
Hasibuan, Malayu S.P. 2013. Manajemen Sumber Daya Manusia. Jakarta: Bumi Aksara.
Indrawati. 2015. Metode Penelitian Manajemen dan Bisnis. Bandung: Refika Aditama.
Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, N. A. (2016). Does higher education service quality affect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70–94.
Gao, H. L. (2020). Understanding the impact of administrative service quality on satisfaction and loyalty towards university students. Higher Education Research, 5(1), 25–30. https://doi.org/10.11648/j.her.20200501.15
Seitova, M., Temirbekova, Z., Kazykhankyzy, L., Khalmatova, Z., & Çelik, H. E. (2024). Perceived service quality and student satisfaction: A case study at Khoja Akhmet Yassawi University, Kazakhstan. Frontiers in Education.
Nguyen, H. V., Vu, T. D., Saleem, M., & Yaseen, A. (2024). The influence of service quality on student satisfaction and student loyalty in Vietnam: The moderating role of the university image. Journal of Trade Science, 12(1), 37–59. https://doi.org/10.1108/JTS-12-2023-0032
Chandradara, C. D., & Suhana, S. (2025). The influence of administrative service quality and campus infrastructure on student satisfaction: The role of student loyalty as a mediator. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis, 13(3), 2275–2290. https://doi.org/10.37676/ekombis.v13i3.7811
Htang, L. K. (2021). A look at university student service quality and satisfaction. Quality Assurance in Education, 29(2/3), 101–115. https://doi.org/10.1108/QAE-09-2020-0108
Delly Mustafa, S. C. A., Aris, M., Niswaty, R., & Prasodjo, T. (2022). Service quality and performance of academic administration employees on student satisfaction. Sosiohumaniora. Moleong, Lexy J. 2007. Metodologi Penelitian Kualitatif. Bandung: Remaja Rosdakarya.